Waiting direct agent calls are not included in the calls waiting and Oldest Call Waiting (OCW) report fields for skills because such calls are not skill calls. However, direct agent calls are included in the two report fields for VDNs.

The Queue/Agent Summary Real-Time Report lists separately the direct agent calls waiting in a skill queue. direct agent calls are queued to the skill that is administered as the direct agent skill. To manage the skill’s queue slots effectively, it is recommended that a skill be dedicated for direct agent calls.

Since direct agent calls are not skill calls, the skill tables do not track direct agent calls; however, the tables do monitor skill queue slots. The agent’s time is tracked as OTHER in the skill tables. In the agent tables, there are separate direct agent call items. The standard CMS agent reports add the direct agent calls and the skill ACD calls and report these calls as ACD calls. The VDN tables track direct agent calls as ACD calls.